Isle of Man Steam Packet Company

The challenge

Legacy system causing internal and external inefficiencies

With around 75% of their customers opting to book online, the Isle of Man Steam Packet Company recognised the need to invest in a more modern online booking and integrated business system. The goal was to enhance the customer experience while driving operational efficiencies and meeting the evolving needs of the business. The existing system was outdated and required significant updates to handle increasing demand and provide a seamless booking process.

The solution

Improved ferry reservation and booking system

PDMS proposed and implemented a new ferry reservation and booking system designed to transition from heritage to digital, offering a fully integrated booking and ticketing platform. The project was divided into two key phases and provided a more stable and maintainable architecture, capable of adapting to the future needs of the Steam Packet Company. This included improved functionality such as card payment security, improved customer contact functionality, Sagepay Cloud Chip and Pin integration, and more flexible ticketing options.

The project

The project began with the design and development of a new online booking system, aimed at improving the user experience and operational efficiency. In the first phase, PDMS rebuilt the website and its interface with the reservations system, ensuring a mobile-friendly user interface and enhanced online payment security. The second phase saw the replacement of the legacy reservations back office, complete data migration, and integration with other Steam Packet systems. This phase also included the provision of modern vessel, pricing, and timetable functionalities, as well as enhanced revenue recognition and reporting capabilities.

The results

The new reservation system has significantly modernised the booking process for the Isle of Man Steam Packet Company, supporting online, telephone, and over-the-counter bookings, amendments, and transfers. Additionally, the travel agent interface was replaced, and the system now provides better integration with other Steam Packet systems. The new website handles a substantial number of bookings, particularly for the Isle of Man TT races, with more than 5,000 bookings made in a single day when tickets are released.

The benefits

PDMS’s work for the Isle of Man Steam Packet Company has successfully transformed their online booking system, enhancing the customer experience and operational efficiency, while positioning the company for future growth and technological advancements. The implementation of the new booking system has delivered numerous benefits to the Isle of Man Steam Packet Company:

• The modernised reservation system has streamlined the booking process, providing a simplified and more enjoyable experience for passengers.
• The enhanced security features and improved customer contact functionality have also contributed to a better overall customer experience.
• The system's flexibility allows for easy integration with other business systems, supporting the Steam Packet's future needs.
• As a result, the company has seen improved operational efficiency and a significant return on investment.